The U.S. airport industry’s passenger sentiment score rose 3.25% week over week.
July 1, 2022 @ 10am EDT
During the past 7 calendar days, the U.S. airport industry’s overall sentiment score rose from 3.25% to 7.95 from 7.70, but remained below the pre-covid benchmark of 8.30.
GlidePathCX continues to engage millions of airport passengers each week by reaching passengers on their mobile and laptop devices while they are in the airport. The majority of these electronic communications contained a Passenger Experience Survey, with overall sentiment measured on a scale of 1 to 10 (10 being the best).
GlidePathCX’s Sentiment Score was calculated for each airport on a near real-time basis via the company’s proprietary Insight360SM dashboard. The resulting data was then aggregated to calculate a sentiment score for the U.S. airport industry as a whole.
For the week ending July 1st, the percentage of business traveler respondents was 18.2% vs. 81.8% for leisure travelers.
Flights continued to be canceled, but airlines started to do a better job handling passenger rebookings, appeasement, and other accommodations.
For example, Delta Air Lines was reported to provide financial compensation on the spot via Apple Pay to volunteers that agreed to take a later flight. Virtual and immediate mechanisms to appease passengers are superior to paper mechanisms in that they provide instant compensation for inconveniences caused by the airlines and operational disruption. This type of virtual appeasement activity should result in higher airport sentiment scores.
GlidePathCX will continue to closely monitor airport passenger sentiment and related insights and trends.